Company Introduction
Availity is one of the leading health information networks in the United States, processing more than 4 billion transactions annually and connecting more than two million healthcare providers and over two thousand technology partners to health plans nationwide. Our teams of technology, business, and customer service professionals in Bangalore, India, are working together to transform healthcare delivery in the United States through innovation and collaboration. Our technologists help develop cutting-edge revenue cycle solutions that help hospitals, health systems, and physicians maximize payments and optimize their workflows.
Availity is a diverse group of people whose talents, curiosity and passion steer the company to create innovative solutions for the US Healthcare industry. If you are a driven, creative and collaborative individual, with exceptional technology skills to drive innovation, we want to hear from you.
Job Description
Oversees the product support team, supervising representatives assisting customers via phone, email, chat, or fax. Establishes and maintains systems that provide answers to common questions and problems. Ensures representatives are properly trained when old products are upgraded or new products are released. Monitors key performance metrics and case management. Analyzes support data to identify trends and recurring issues and reports findings to design teams. Implements process improvements to optimize support delivery. Manages support resources, budgets, and vendor relationships. Ensures compliance with regulatory and contractual obligations related to product support.
Roles & Responsibilities
About Availity
Availity is a leading healthcare technology company focused on simplifying healthcare administration and solving real-world challenges for healthcare providers, health plans, and patients. Our technology helps reduce complexity so providers can spend less time navigating administrative systems and more time focused on patient care.
About Availity India
Availity India is an important part of Availity's global growth journey. Based in Bengaluru, our India teams’ partner closely with U.S. and global stakeholders across technology, product, operations, customer support, and corporate functions.
Our India organization is being built with a strong focus on ownership, learning, collaboration, engineering excellence, and meaningful business impact. Associates in India have the opportunity to solve complex problems, contribute to global initiatives, and support products and services that are part of the U.S. healthcare ecosystem.
About the Role
We are seeking an experienced Team Lead to oversee a high-volume inbound international voice support team and drive operational excellence. In this role, you will be responsible for achieving service, quality, and productivity goals while fostering a high-performance team culture. You will provide coaching, manage escalations, and collaborate with cross-functional stakeholders to continuously improve customer experience and business outcomes.
Key Responsibilities
Supervise and manage day-to-day operations of high-volume inbound international voice processes.
Ensure service level agreements (SLAs), quality standards, and productivity targets are consistently met.
Provide real-time coaching, feedback, and performance management to team members.
Handle escalated customer issues and ensure effective resolution within defined timelines.
Monitor call quality, compliance, and adherence to process guidelines.
Prepare and share performance reports, root-cause analyses, and improvement action plans.
Coordinate with internal stakeholders to support operational goals and continuous improvement.
Support team training, onboarding, and knowledge enhancement initiatives.
Required Qualifications
8+ years of experience in inbound international voice processes (US market preferred).
Minimum 5+ years of experience in a supervisory role within a high…